The helpdesk
built for Shopify
Every channel in one inbox, every order beside the conversation, and an AI that does the routine work. Made for teams of one to ten.
Want to talk? Book a demoA working copy of the inbox with made-up customers. Click around.
What is the Fyncall helpdesk?
It is a shared inbox for Shopify stores. WhatsApp, Instagram, email and web chat arrive in one place, each next to the customer’s Shopify orders. Your team can reply, send products, build an order with a checkout link, open tickets with SLAs, and let the AI agent handle routine questions. Human replies are unlimited on every plan.
By the Fyncall team · Last updated 7 November 2026
Start the day with what matters
Needs Attention puts the most urgent conversations first. Each one gets a score from 0 to 100, based on SLA risk, AI handovers, how long the customer has waited, AI drafts waiting for approval and the customer’s mood.
Other queues: My Conversations, My Tickets, Mentions, Snoozed, Unassigned, SLA at risk and more.
Four channels, one queue
Each channel keeps its own rules, and the inbox handles them for you.
Connect through Meta or Twilio. The reply box counts down the 24-hour window and switches to approved templates when it closes.
Direct messages, plus comments, Reel comments, story replies and mentions, answered in public or by DM.
Gmail, Outlook or any mailbox. Several addresses, Cc and full threads, with no reply window.
Web chat
The free widget on your store. You see the visitor’s browser, device and the page they are on.
The order is right there
Every conversation shows the customer’s Shopify orders: status, items, tracking, payment and address, with total spend, average order value and abandoned carts.
Reply without switching tabs. Send products or variants, check their cart, or build an order with a discount code and send the checkout link. Cancel and refund from the order page when you need to.
Built for a team that shares the work
See who is on it
When a teammate is already in a conversation, you see it before you start typing, so nobody sends a second answer.
Notes and @mentions
Leave internal notes the customer never sees, and @mention a teammate to pull them in.
Saved views
Save any mix of status, channel, priority, agent, date and tags. Make one your default or share it with the team.
Claim or take over
Claim a conversation and the AI keeps helping, or take over and the AI steps back. Hand it back to the AI when you are done.
Alerts that respect you
Alerts in the app and by email, an hourly or daily digest, and quiet hours.
Roles
Admins manage everything except billing. Users answer customers, and you can limit which channels each person sees.
Tickets with SLAs
Turn a conversation into a ticket when it will take longer. Each ticket has a status, a priority and an owner, and tracks first response and resolution time.
1 hour
4 hours
8 hours
24 hours
Default targets. Change them to suit your team.
- On track, at risk or breached, at a glance
- The clock pauses while you wait on the customer
- Tickets the AI opens explain what it tried and what it suggests
AI that works next to you
The AI agent answers routine questions on its own. When a person takes a conversation, Copilot is one click away.
- Summarise the conversation
- Customer 360
- Draft a reply in your tone
- Review my reply
- Search the knowledge base
- Look up orders
- Suggest the next step
Plus saved replies with customer details filled in, and a handover summary whenever the AI passes a conversation to you.
How the AI agent works →Fast with a keyboard
Move through the inbox without the mouse.
Priced for small teams
Free for up to 2 team members. Pro is $34 a month with unlimited team members. Human replies never count toward a limit, and there is no fee per ticket.
See pricing →Switching is quick
Install from the Shopify App Store, connect your store and channels, and new conversations arrive in Fyncall. The web chat widget is the fastest channel to connect.
Moving from another helpdesk →Good to know
- Made for Shopify stores only.
- No agent mobile app yet. It is on the way.
Questions about the helpdesk
Which channels are included?
WhatsApp, Instagram, email and web chat, all in one inbox, on every plan.
How many people can use it?
The Free plan includes up to 2 team members. Pro has unlimited team members for one flat price.
Do human replies count toward a limit?
No. Human replies are unlimited on every plan. Only replies the AI sends count as AI messages.
Can two people answer the same customer by mistake?
Fyncall shows when a teammate is already working on a conversation, so you can leave it to them.
Can I see a customer’s Shopify orders?
Yes. Every conversation shows the customer’s order history, with status, items, tracking, payment and address, plus their total spend and any abandoned carts.
Does it have SLAs?
Yes. Tickets track first response and resolution time against targets by priority, and show when they are on track, at risk or breached. The timer pauses while you wait on the customer.
Is there a mobile app for agents?
Not yet. A mobile app for agents is on the way.
Can I move over from Gorgias or another helpdesk?
Yes. Install Fyncall, connect your channels and your Shopify store, and new conversations arrive in Fyncall. See the migration page for the steps.
Keep exploring: the AI agent, the free web chat widget, WhatsApp for Shopify, Gorgias alternatives.